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Workload and Intelligent Forecast Glossary
To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create, view, and adjust a workload or intelligent forecast: | Workforce Engagement Analyst AND Workforce Engagement Planner |
| Term | Definition |
|---|---|
| Workload History | An aggregation of your historical omni-channel data. Use a workload to review past work volume trends or as the foundation for building an intelligent forecast. |
| Service Territory | Represents the location of your contact center. You select a service territory when you create a workload. If you then create a forecast or capacity plan, it references that service territory and determines the time zone used for the data. |
| Intelligent Forecast | A prediction of your future workload volume based on your workload's historical data. |
| Queue | In an Omni-Channel queue-based routing workflow, a queue lets you prioritize, distribute, and assign records to teams of agents who share workloads. When creating a workload, you select which queues to include, and you can filter your dashboard views by queue. |
| Average Handle Time | The average length of time it takes for a customer and agent interaction, by job profile. |
| Interval | The time increment used for displaying workload and forecast data. Data is aggregated at the hourly level. In the dashboard Graph View, you can toggle between hourly, daily, weekly, or monthly intervals to visualize the data at different time scales. |
| Agent Work | If you're using an Omni-Channel queue-based routing workflow, Agent Work represents a work assignment that's been routed to an agent who's a queue member. Agent Work is the underlying object used by Omni-Channel for work items. When creating a workload, you can filter data based on Agent Work fields (such as Status, Created Date, or Accept Date) and select which Agent Work date/time field to use for data aggregation. This object is available in API version 32.0 and later. |
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